1. Government Online: The 3 “P’s” of Success Findings from Pew Internet Project research GovDelivery Conference February 3, 2011

2. Title of presentation About the Pew Internet & American Life Project Funded by a grant from the Pew Charitable Trusts Part of the Pew Research Center, a non-partisan “fact tank” in Washington, DC Study of how technology is shaping society and individuals –Provide high quality, objective data to thought leaders and policy makers –Do not promote specific technologies or make policy recommendations –Go beyond topline findings Our research is based on nationally representative telephone surveys of: –Adults 18+ (teens data based on 12-17 year olds) –Drawn from dual-frame (landline + cell) samples 2/3/20112 Trends in Online Government

3. Title of presentation “Government Online” Based on a survey of 2,258 adults conducted November 30 – December 27, 2009 Our first look at how Americans use the internet for government interactions since 2003 Key research questions: –What is the current state of online government interactions? How has it changed (or not changed) since 2003? –How are Americans using social media in their government interactions? –How to Americans feel about the internet’s impact on government service? –Have the “Gov 2.0” / online transparency movements resonated with ordinary Americans? Goal of this talk: give a sense of the importance/relevance of online content to ordinary users, help contextualize the presentations that follow 2/3/20113 Trends in Online Government

4. Title of presentation Trends in Technology Adoption: Where we are, where we’ve come from

5. Title of presentation Internet use 2/3/20115 Trends in Online Government

6. Title of presentation Broadband adoption 2/3/20116 Trends in Online Government

7. Title of presentation Mobile access 2/3/20117 Trends in Online Government

8. Title of presentation Social media 2/3/20118 Trends in Online Government Other online activities (% of adult internet users) Email (94%) News (75%) Online video (66%) Social networking sites (61%) Visit government website (60%) Wikipedia (53%) Podcast (21%) Blogging (14%) Twitter (8%)

9. Title of presentation Research in Online Government

10. Title of presentation Types of online interactions 2/3/201110 % of internet users who did following in last 12 months: Look for info about a public policy or issue 48% Look up what services a gov’t agency provides 46% Download gov’t forms41% Research official documents or statistics 35% Renew a driver’s license or auto registration 33% Get recreational or tourist info30% Get advice/info about a health or safety issue 25% Apply for gov’t benefits23% Apply for a gov’t job19% Pay a fine15% Apply for a recreational license11% Trends in Online Government

11. Title of presentation How users prefer to solve gov’t issues 2/3/201111 Among internet users: 37% prefer online 33% prefer telephone Among broadband users: 39% prefer online 32% prefer phone Desirability of phone/in-person contact increases with urgency and severity of issue; demographically, older adults and those with low income/education levels are big on phone and in-person contact Email: 18% Website: 10% Trends in Online Government

12. Title of presentation How users find what they need 2/3/201112 Trends in Online Government

13. Title of presentation Types of online government users 2/3/201113 Four in ten online government users did 5+ different online government-related activities in preceding twelve months Demographically, these users tend to be: –Well-educated (half have a college degree) –Relatively well-off –Skew towards middle-aged (not as many young adults or seniors) Also very tech-savvy: –90% are home broadband users –90% get news online –2/3 use social networking sites, 1/3 use status update svcs like Twitter Trends in Online Government

14. Title of presentation Users mix online and offline interactions 2/3/201114 Trends in Online Government

15. Title of presentation Heavy web users prefer web… 2/3/201115 Trends in Online Government

16. Title of presentation But in reality use many resources 2/3/201116 Trends in Online Government

17. Title of presentation Heaviest users least likely to solve problems 2/3/201117 Trends in Online Government

18. Title of presentation Other avenues for gov’t info 2/3/201118 31% of internet users did at least one of the following activities in the preceding 12 months: 15% of internet users watched a video on a government website 15% of email users signed up to receive email alerts from a government agency or official 13% of internet users read the blog of a government agency or official 5% of internet users followed or become a fan of a government agency or official on a social networking site 4% of texters signed up to receive text messages from a government agency or official 2% of internet users followed a government agency or official on Twitter Trends in Online Government

19. Title of presentation Mixed views on social media outreach 2/3/201119 Trends in Online Government

20. Title of presentation Views by people of color 2/3/201120 Trends in Online Government

21. Title of presentation Nearly one-quarter of internet users are “government participators” 2/3/201121 Trends in Online Government

22. Title of presentation 40% of internet users go online for data about government operations 2/3/201122 Trends in Online Government

23. Title of presentation Mostly appeals to “elites” 2/3/201123 Trends in Online Government

24. Title of presentation Final thoughts 2/3/201124 Trends in Online Government Need for multiple channels/tools for info and assistance  users want/expect offline and online help Populations with greatest need for government services often have low levels of access / technology skills Go beyond branding and press releases -- make online engagement with government actually engaging “Is…government scaled up and prepared to deal with citizens as individual human beings at a massive scale?” (Mark Drapeau) Many “Gov2.0” offerings currently appeal to elites (white, upper class, educated, male, etc) but need to move beyond that crowd to be truly useful and attain widespread adoption

25. Title of presentation Thanks! name: Aaron Smith title: Senior Research Specialist email: asmith@pewinternet.orgasmith@pewinternet.org web: www.pewinternet.orgwww.pewinternet.org twitter: @aaron_w_smith, @pew_internet 2/3/201125 Trends in Online Government